Agent Support Level

Indore | 1 - 4 years of experience

Job Description

Grade- BPO1/2

Skill- Agent level support

Location- Indore

(a) Response, diagnosis, resolution and tracking by phone, email, chat of customer support queries; (b) Maintain response and resolution speed as defined by Service Level Objective (“SLO/s”); (c) Keep high customer satisfaction scores and follow quality standards in 90% of cases; (d) Use existing knowledge base to provide a customer facing root cause assessment; and (e) Provide customer facing bug progress summary using available tools and platforms.

Mandatory Skills Good Comm skill(verbal /Written) Typing skill (typing skills (Min 60 to 80 WPM)) Troubleshooting Experience: diagnosing, and resolving complex issues with SOP documents Support Experience: Familiarity with support methodologies, case lifecycles, and analytical skills for breaking down issues. Knowledge on any Ticketing tool , ITIL knowledge Good to have Exp 6+ months of experience in infra , Storage, Service Desk Knowledge and hands on experience on Google products. (Gmail,Calender,Meet,drive,Docs,Sheet,Slides, Gemini app, Notebook LLM,Keep,Sites,Forms,Appsheet) Google Workspace Administrator certification it would be great advantage.